I went into the Roger’s store and was told because I am a level 1 user I have to wait 30 days to get a new phone to prevent scams. My phone is currently malfunctioning and I frequently have to remove the SIM card and put it back in to get it to work. I do not understand and the rep is unable to elaborate in a way that actually makes any sense.

Woke up to what I thought was someone digging in the blue bins and talking. Went to the window, and lo and behold, a red Rogers truck and two techs. opening up metal plates over a hole in the ground, and operating hand tools. At 6AM? Seems kind of early, no?

I get it they might not have a phone with them to take photos or could just have asked Samsung for this. Because this looks like Photoshop to me.

I called to ask if I go into a store to upgrade my phone if there’s a fee. He said no there’s no fee. And then I Google if there’s a fee for that, I tell him it says there’s a $40 set up fee. He says “oh yes for the set up there’s a fee but only for set up.” …. ? So why not just tell me that? He was lying like he’s going to get the commission?

I ask if the 17 pro max save and return pricing will go down for back to school. He tells me “I don’t know if you’re aware but from the information I have they’re not going to come out with the 18 in September” ? … literally what. I tell him they’re going to drop the 18 pro max in September and he’s arguing with me telling me the information he has is that they’re not coming out with anything. Yes money hungry Apple will not be dropping an iPhone for their 20th anniversary, I’m sure… Then proceeds to ask me if I still am interested in seeing upgrading options with him.

I’m so over Rogers. He just better hope that customer service survey he was begging me to fill out does not actually reach my email lol

As per the title.

I keep receiving calls from Roger’s agents who refuse to share the agent number.

They call me multiple times a month.

Trying to contact Roger’s fraud line or internet or phone provider/tv I am not answered and left on hold for hours.

I will be video logging all attempted calls tomorrow then proceed to call the CTSS.

Thank you.

Eve

Over 3 hrs on hold

A few weeks ago, I got scammed by someone impersonating Rogers. I'm posting this because this scam is spreading fast right now; it's more organized than people think, and it works across provinces.

I was scammed in my city, but my phones were shipped to the Greater Toronto Area. The person working you and the drop address can be in completely different places. But the scammer's return email looks very legit.

I want two things from this post.

First, so you can recognize it before it happens to you.

Second, so anyone already hit knows exactly what to do.

How the scam actually works:

1. They call you posing as Rogers, Bell, or Telus. The scary part is they already have your real account details, so they sound completely legit.
2. They offer you something that sounds good. A loyalty deal, a plan upgrade, merging your lines for a discount. The goal is to get you to order one or more new devices on your own account.
3. You receive the devices normally, because the order is real. It's on your account.
4. Then they call back and claim there was a mistake or an error with the order. They tell you to send the devices back, and they give you a return address and return shipping label.
5. That return address is controlled by them, not the telecom. The phones then get shipped overseas and resold.
6. In my case, the scam also triggered a contract change, which dumped an early cancellation fee onto my bill that I never agreed to.

The whole thing works because they already know things only you and Rogers should know. Your phone number, your account details, even the confirmation number for your order. The scammers have all of it, so they sound completely real. But no legitimate telecom will ask you to ship a new device to some return address. If someone does, hang up and call your provider using the number on your bill.

Everything I did after I realized I'd been scammed:

1. Preserved all evidence first. Original emails with full headers, all the shipping label PDFs, tracking numbers, the return address, call logs, texts, and account screenshots showing the charges. I deleted nothing. One tip a lot of people miss: if the scammer had you ship through Canada Post, log into your own Canada Post account and check the delivery record. There is often a proof-of-delivery photo taken by the driver when the package is dropped off. In my case, there was a photo, and it actually captured the face of a person receiving it. Do not post that photo or describe the person publicly. Save it and give it straight to the police. It can be a real lead for their investigation.
2. Filed a police report with my local service and got an event number.
3. Reported to the Canadian Anti-Fraud Centre (CAFC). They collect intelligence across cases nationwide, which is how scams in different cities start getting connected. Keep the reference number.

Here is the link to report online: https://reportcyberandfraud.canada.ca/

1. File a complaint with the CCTS, the telecom complaints commission. I framed it as a billing dispute and a contract dispute caused by fraud. This is the main path to not paying charges you dispute.

The link to file a complaint with the CCTS: https://www.ccts-cprst.ca/for-consumers/telecom-complaints/online-complaint-form/

1. Set a fraud alert with the credit bureaus.

I contacted both TransUnion and Equifax and asked them to place a fraud alert on my file. Since the scammers had my personal information, this makes it harder for anyone to open new accounts or credit in my name. It's free, and it's worth doing the moment you realize your data is exposed.

What to do with your provider?

Important!!! Regular customer support won't cut it for fraud. They don't have the access to deal with it. But don't hang up; escalate it to the right department!!!

Gather all the evidence, timelines, screenshots, and emails, then use these three and put everything in writing.

1. [[email protected]](mailto:[email protected]) — This is Rogers' channel for reporting abuse of their network, including scam emails and fraudulent activity using their name. Reporting here flags that someone is impersonating Rogers to run this scam. It doesn't fix your bill, but it puts the fraud on their radar and creates a record that you reported it.
2. Rogers Privacy Office, [[email protected]](mailto:[email protected]) — This is the one that matters most for the data side. The scammers knew my private account details, so I emailed the Privacy Office to ask how a third party got my non-public information, and to request my account notes and call recordings. If they don't take it seriously, a privacy complaint can escalate to the federal Privacy Commissioner. This is how you push back on the data breach itself.
3. Report an Unresolved Issue — Go to https://www.rogers.com/support/resolve-a-concern and scroll down to "Report an Unresolved Issue." This is Rogers' formal escalation channel, not regular support. This is where I am asking them to freeze all disputed charges, suspend interest and late fees, and keep everything off collections and my credit while it's investigated.

Why reporting matters, even if you think it's hopeless:

Please report this. To your local police, to the CAFC, to the CCTS. I know it feels pointless after negotiating with Rogers.

But here's the truth: these cases only get taken seriously when they pile up and connect. One report is easy to shelve. A stack of reports showing the same pattern gets a unit assigned and leads to arrests.

And there's a bigger reason. The more of us who come forward and document what happened, the clearer the pattern becomes. If enough victims surface with the same story, it could lay the groundwork for a class action down the road. That doesn't happen without people stepping up first and keeping their records. So save everything, report it everywhere, and don't assume someone else already did.

If this is happening to you right now, you're not stupid, and you're not alone. These people are organized, and they use your real data to sound legit. Recognize the pattern, document everything, and fight for your RIGHTS.

Some recent News similar to this case:

Halton Police Make Arrest in "Fake Agent" Scam

https://www.haltonpolice.ca/news-releases/posts/halton-police-make-arrest-in-fake-agent-scam/

‘I feel so bad and so trapped’: Rogers customer falls victim to sophisticated delivery scam

https://globalnews.ca/news/11968899/rogers-customer-falls-victim-sophisticated-delivery-scam/

UPDATE on July 22, 2026

A few developments since my last post.

1. I've reached out for legal consultation help. I emailed Option consommateurs, a free consumer-rights legal service in Quebec, to get proper guidance on my rights and options. If you're in Quebec and dealing with something similar, they're worth contacting.

2. Rogers won't budge, and they're still blaming the victim instead of fixing their own fraud detection. They keep framing this as "you shipped the devices, so it's on you." I pushed back and made a few things clear:

• My dispute was never about whether I shipped the phones. It's about the fact that I was deceived by someone impersonating Rogers who had my private account details. That's fraud, and shipping the phones under that deception is not valid consent to the charges.
• I'm paying under protest, not because I accept the charges, but only to avoid interest and protect my credit while this gets resolved. I'm still pursuing this through the CCTS and every other channel.
• I asked them the question they still haven't answered: my account had a new line activated, two new devices purchased, and a contract change in a short period. That's exactly the kind of high-risk activity a telecom's fraud monitoring is supposed to catch. Why didn't any of it trigger a fraud alert or verification on their end?

1 hour, 56 minutes & 33 seconds later, I'm speaking to tech support.

As a customer whose bill is well over $300 per month, I'm struggling to understand why this company thinks this type of hold time is reasonable for their customers?

UPDATE After 2 hours, 53 minutes & 40 seconds, my issue was resolved!

But it was honestly a horrible experience & I ended up being one of those people who escalate the call.

I'm especially looking for someone who has the phone on the rogers network.

According to the phones spec sheets, and rogers onw wireless bands, it supports literally everything rogers uses. But I keep finding search results and posts and peoples anecdotal comments that it doesn't connect well in rural areas or to bands meant for stronger indoor signals

I want to get a solid answer before I order one

Issue: cannot get Rogers Xfinity working on a TV with a Roku stick in it.

Apparently, my mom was told by the Rogers sales people that she could watch her Rogers channels on any TV in the house with a Roku stick and the Xfinity streaming app. I wasn't around for the conversation and know nothing about it, I haven't even used the TV in my room for TV channels in maybe a decade lol.

After a bunch of suffering over it, I think the Xfinity streaming app on Roku is different from the Rogers Xfinity stuff and therefore is useless. Trying to enter our Rogers stuff as an Xfinity ID just tells us we don't have an account.

We're not finding a Rogers Xfinity app on Roku though - so we tried casting from the Rogers Xfinity mobile app from her Samsung A17 on Android 13. We can connect to the Roku stick through bluetooth, but when opening a show in the Rogers Xfinity app and pressing the cast button, it fails to find anything. Both devices are on the same Rogers WiFi.

We just want her Rogers shows on the TV with the Roku stick. I'm pretty dense with these sorts of things so I'm sorry if I'm missing something huge here. Any troubleshooting methods, corrections, ideas, etc appreciated. Thanks a bunch

I picked up a UniFi 5G Backup modem and want to test this with Rogers so I put my voice/data SIM in but only get LTE.

How do I request a compatible SIM from Rogers to test this device with 5G ? The modem supports the following bands:

n2, n5, n7, n12, n13, n14, n25 ,n26 ,n30, n38, n41, n48, n66, n71, n77, n78

The iPhone I use does show 5G so I know the nearby tower supports a couple of these bands.

Ive been hardwired for a couple of months now but it's a huge inconvenience because I've got my Xbox setup on the main floor. I would like to keep it hardwired but it doesn't seem feasible. I had someone come in to give me an estimate to fish the wiring but it cost way too much just so I can play COD. I was looking into a MOCA adapter but does that need to have to coax Cables active?

So I just got a call from Roger’s trying to upsell my internet, I told them I’d be leaving Roger’s at the end of my term due to long hold times and poor customer service and the Roger’s employee then offered me to switch to a different account for $25 more a month where my number would be saved for “priority customer service”

Absolutely unacceptable to create a problem and then charge for the solution.

Ever since Shaw-Now-Rogers only began offering Wi-Fi modems, I've ran them in bridge mode with my own equipment

Twice so far this year the modem, an SG4141SHW, seemed to go haywire and starting capturing all my traffic, redirecting all browser traffic to "myrouter.io"

My own router still responds via IP Address and status shows connected with my external IP address.

I don't try to log in - a reboot of the modem has worked both times.

Anyone know what the issue is? Botched firmware upgrade overnight?

Roger rip me up by 136 , they was supposed to send me a Sim card with free activation fee to save 3 dollars on the plan , that was supposed to cost me 26 and I pay 29 right now so if I do the math 3 by 12 month not worth to change with paying the 80$ activation fee so for sure they told me free activation fee , anyway I didn't receive the Sim card so I never activate it and never used it.and the plan was for 14 month and came backnton70$ a month after and they never told me that I thanked that was for ever like the actual planning. I'm glad I cancel everything but they charge me 136 today

80$ activation fee and like I said I never received the Sim card and never use 1 minute of their plan.

Wtf make them taking 136$ away from my bank account and when we call them they dont answer.

They fuck me up like I got an xl hole.

What i can do to pursue them , it's very disgusting to take free money like this and doing nothing.this company never again I was relax on a Tuesday night someone from them call me to offer me the plan and fuck me up like that fuck off never again , they call me again I hang up fuck sakes.i want to start a pursue against this story I'm probably not the first one